CUSTOMER FOCUS AND PERSONAL GROOMING FOR DRIVERS.pdf

Customer experience

1. CUSTOMER FOCUS AND
PERSONAL GROOMING SKILLS
FOR DRIVERS
March 2025

2. Our Talking Points
1.Emotional intelligence on the road / self
management and organizational skills
2.Understanding the customer / cultural
intelligence
3.Personal care, hygiene, grooming good
practices, and basic etiquette
4.Essential personal organizational skills for an
engaged working experience

3. OPPORTUNITYISNOWHERE

4. Who is Your Customer?
Internal/external customers
They are not an interruption to your job,
they are the reason you have a job.

5. Self Awareness

6. Personal Grooming

7. The Executive
Look
Cultivating a
sophisticated and
confident image that
exudes professionalism
and authority.

8. Grooming
Process of making
yourself look neat,
organised and easy to
work with as well as
making it easy for
others to Work!

9. GROOMING
Personal grooming
is important for a
positive self-image
and every effort
should be made to
maintain a pleasing
and attractive
appearance

10. Perceptions affect your Image
Some of the perceptions people can form
solely from your appearance are:
▪Your professionalism.
▪Your level of sophistication.
▪Your intelligence.
▪Your credibility.

11. Personal Grooming habits
Grooming involves
all the aspects of
the body
1.The Mind
2.Overall Cleanliness
3.Hair
4.Nails
5.Teeth
6.Oral hygiene
7.Uniform
8.Make-up

14. Personal Grooming: Hair
•Keep it at a length and
style at which you can
maintain it.
•Wash your hair at least
once a day
Being presentable to
others, paying attention to
body hygiene, personal
cleanliness, groomed
nails, hair, absence of
body odourand dressing
well.

15. Finger Nails
•Clip nails short, along
their shape.
•A healthy body ensures
healthy nails.
•Brittle or discoloured
nails show up
deficiencies or disease
conditions

16. Teeth
•Brush teeth twice a day and rinse well
after every meal .
•Remember to rinse your mouth after
every meal
•For those who smoke it is important you
rinse your mouth after every smoke and
use a mouth freshener

17. Uniform
•Your uniform talks a lot about your
employer and her
stakeholders/partners.
•First impressions are made within the
first 5 minutes of meeting someone
•A neat clean and well ironed uniform is
acceptable and appreciated by one and
all at all times

18. Accessories
•Limit accessories/jewelry to 2-3 pieces
•Accessories include watch, ring.
•Earrings are not allowed.
•Avoid too many bracelets, necklaces,
and visible piercing
•Remember some accessories may turn
out as hazards, and can cause harm,
during the course of your work.

19. Superior Customer Service Techniques
Handling challenging customers

20. The job…is what
is GIVEN to you
However it
is what you
EARN that
really
matters

21. Building Executive
Level Trust and
Credibility
Trust is essential to
creating the kind of
team dynamic that
maximizes
operational efficiency
1.Open and Honest Communication
2.Safety-first culture
3.View everything as Constructive
feedback
4.Be accessible
5.Address any concerns promptly
6.Maintain consistency
7.Prioritize work-life balance

23. How Do We Show Respect?
1.Practice Active Listening.
2.Look for Common Ground.
3.Seek to Understand Others.
4.Show Empathy for Differences.
5.Serve Others.
6.Apologize When You are Wrong.
7.Be Polite.
8.Show Gratitude

24. Active listening
1.Stay focused:Avoid getting distracted by external
factors, such as noise or your thoughts. Stay fully
engaged in the conversation, and avoid multitasking.
2.Show interest:Show interest in the speaker and what
they say. Use verbal and nonverbal cues, such
assmiling, and asking questions to demonstrate
listening.
3.Avoid interruptions:Allow the speaker to finish their
thoughts before responding. Avoid interrupting or
finishing sentences for them.
4.Paraphrase:Repeat what the speaker said in your own
words to ensure you understand their message
correctly.

25. Active listening
4.Clarify:If you are unsure about what the speaker said, ask them to
clarify or provide more details. Don’t guess what they may mean.
5.Respond appropriately:Respond appropriately to the speaker’s
message. If they share something emotional, show empathy and
support. If they need advice, provide helpful feedback.
6.Practice:Active listening improves with practice. Make an effort to
use these tips in your daily interactions with others.

26. Relationship Management Strategies
•Be open and curious
•Take feedback well
•Build trust
•Acknowledge the other person’s feelings
•Tackle a tough conversation
•Remember the little things that pack a punch

27. Personal Organizational skills
1.Time management
2.Task prioritization
3.Writing notes
4.Multitasking
5.Record keeping

28. The challenge of how to get into
the minds of your customers
Customer
Psychology

29. If you want exceptional
results, you need to deliver
exceptionally good
Customer experiences

30. Customer Centricity
Putting the customer at the
centre of everything you do in
your work

31. Action Planning And Closure